MARA, or Modivcare Automated Reservation Assistant, is a virtual agent who can help callers in many ways MARA can schedule a new ride or confirm future trips. She can also help to cancel or make changes to an upcoming ride. MARA can also help with ride assistance. For example, MARA can tell you when your driver will arrive. She can even help with a return trip. MARA can help quickly with no hold time.

Our recent upgrades let members pick how they want to talk to MARA. Callers can speak to MARA using natural language (in English or Spanish). Or you can use your phone’s keypad to interact. We also have a new MARA Chat feature. This can be used to request rides and more. Members can even text with MARA on their cell phone.

See below to learn more about MARA’s new features.

What is new with MARA?

Modivcare has upgraded the technology that powers MARA. Now you can choose how to communicate:

  • Speaker ID:
    • MARA has a new feature called Speaker ID. This let’s MARA confirm who you are just by the sound of your voice. o Members can choose if they want to use Speaker ID. If so, MARA will guide you through a one-time registration. Next time you call, MARA can quickly confirm who you are.
  • Text Messaging:
    • MARA can now send you text messages to confirm who you are when you call.
    • Members can also give MARA an address using a text message.
  • We are excited to announce our new MARA Chat Bots!
    • Members can now interact with MARA in the form of a chat. You can chat with MARA on a smart phone, computer, or tablet.
    • The MARA Chat has the same self-service functions. Such as scheduling trips or getting help with your ride.

MARA is continuously learning how to interact with customers. Watch these videos for helpful tips on how to improve your experience.

Video Resources

MARA is continuously learning how to interact with customers. Watch these videos for helpful tips on how to improve your experience.

Video

Meet Mara

What MARA can do

MARA can book new reservations and Mileage Reimbursement Trips

You can say:

  • "I want to book a reservation"

  • "I need to schedule a ride"

  • "Can I book a reservation?"

  • “Setup Mileage Reimbursement”

 

 

MARA can confirm a reservation and provide the details, including the status of the trip

 

You can say:

  • "Can I confirm my reservation?"

  • "I need to confirm that my ride was cancelled"

  • "I want to review my reservation"

 

 

MARA can cancel scheduled appointments

 

You can say: 

  • "I need to cancel an appointment"

  • "I want to cancel a ride" 

  • "I want to cancel a reservation" 

 

 

MARA can help with ride assistance needs in real time

For example, if you need to find out when your driver will arrive, you can say things like:

  • "Where is my driver?"

  • "When will I get picked up?" 

  • "How long until my driver arrives?" 

 

 

MARA can make changes to an upcoming trip 

 

You can say: 

  • "Change my reservation"

  • "I need to change my appointment time" 

  • "Update my pickup address" 

 

MARA can tell your driver when you are ready to go home.

 

You can say: 

  • "I'm ready to go home"

  • "Activate my will-call" 

  • "I need to get picked up now" 

 

If you are calling for one of these reasons, MARA will collect some basic information to confirm who you are. Then you will be transferred to a live agent for help.

 

  • "I want to make a complaint"

  • "My driver is late"

Best practices when interacting with MARA:

  • MARA can perform actions for more than one person on a single call. For example, you can schedule a ride for more than one member on the same call. Simply say, "schedule a ride for someone else", or cancel a ride for someone else."
  • Repeat reservation again immediately. After submitting a trip, MARA will ask if you'd like to repeat the same trip for another date.
  • It is best to let MARA finish talking before you speak back. MARA will let you know how to respond.
  • First MARA will ask you the reason for your call. Then, she will work on identifying who you are. Please have your phone number, date of birth, and zip code ready. MARA may also ask for your member ID number. You can find your ID number on your health insurance card.
  • If MARA cannot help with what you need, your call will go to a live person. Any information MARA had collected when speaking to the member will be passed on to the live agent.
  • MARA can help in English or Spanish. If you speak another language, you will be sent to a live person. 

Meet MARA

Let's talk